Solved Sennheiser D10 - Answer button not working

[YiYine]

Hi,

Got an issue with this headset.
Answer button and base speaker is not working with 3CX Windows App. Tried with this doc https://www.3cx.com/docs/configuring-sennheiser-headsets/
With the webclient, it works great but unfortunately, my clients can't use this solution.

Is someone figure it out ? I can see many threads on the subject but mostly for the webclient.

Cheers !

OS : Win10
3CX Windows server version : 16.0.641
3CX Phone App version : 16.3.0.172

 

[JohnS_3CX]

Hello,

In step 3, did you also install the Windows Client plugin?

A good way to confirm that the plugin can connect to Epos, is to close the 3CX client, and close Epos too.

Then launch only the 3CX client, and see if the Epos launches automatically with it.

If it does, then it should also start to work normally to answer calls.

Make sure your Epos and and 3CX client are updated to the latest versions.

 

[YiYine]

Hi,

I did install the plugin.
EPOS does start with 3CX App.
I can hear and talk but the button does not anwser the calls or end the calls.
I can see that in the EPOS config there is no softphone available and I cannot choose any this field (it's blank).
I got this issue on all my PCs.

I can see in the EPOS logs that it can find one softphone which is the 3CX Webclient but not the 3CX App.

Cheers

 

[JohnS_3CX]

You might want to check whether there is an antivirus installed on all the machines that may be blocking communication. The apps communicate via internal ports on each PC that need to be able to reach each other.

As a test, you can install vanilla windows on a single PC, and nothing else. Then try to install the EPOS and 3CX software on it and see if it will work, then start installing the rest of your software suite until you find anything that "breaks" the connection

 

[NickD_3CX]

Hi,

I did install the plugin.
EPOS does start with 3CX App.
I can hear and talk but the button does not anwser the calls or end the calls.
I can see that in the EPOS config there is no softphone available and I cannot choose any this field (it's blank).
I got this issue on all my PCs.

I can see in the EPOS logs that it can find one softphone which is the 3CX Webclient but not the 3CX App.

Cheers

Just to be clear, you need to install 2 things in order for the integration with the Windows App to work:

• The 3CX Plugin
• EPOS Connect

It is recommended that when you are installing these that the 3X Windows App is completely exited (make sure it does not exist in the Notification Area either).

Once you have done this, in the Windows App make sure you have selected the Sennheiser/EPOS as the audio device (not "Primary Sound Driver").

 

[YiYine]

Hi,

It's the case for both.
Headset explicitly selected in audio options.
And installed as required :


Cheers,

 

[NickD_3CX]

Open the following file with a text editor:
C:\ProgramData\3CXPhone for Windows\PhoneApp\3CXWin8Phone.user.config

Do you see a line looking like this?

 

[JohnS_3CX]

Does the headset appear here for sure?

 

[YiYine]

Hi,

After countless messages with the EPOS support, turns out the latest version did not link the headset with 3CX !
They updated EPOS software (now 4.2.0.974) and it's working as expected.

Thanks for your support !

 

[JohnS_3CX]

Glad to hear and thanks for updating the thread